Care Operations Lead - GM Energy
Care Operations Lead - GM Energy
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Description
Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report Warren MI three times per week at minimum or other frequency dictated by the business.
Relocation: This job may be eligible for relocation benefits.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g. H-1B TN STEM OPT etc.) NOW OR IN THE FUTURE.
The Role:
The GM Energy Product & Customer Care team serves as the center of expertise and champion of all GM Energy product and customer issues.The Lead GM Energy Care Ops will lead managing & streamlining existing backend day to day operations and planning for future. This role will work cross-functionally & cross-border supporting the launch and ongoing management of GM Energy products. Geographic scope is mainly US with a smaller scope with Canada & Mexico with potential to consult other global markets. Reporting to the Group Manager GM Energy Product & Customer Care this position supports the care backend operations related to charging and energy products & solutions.
What Youll Do (Responsibilities):
- Working closely with internal and external stakeholders lead the following cross-functionally:
o Relationship(s) with external service provider(s)
o Data Content & Applications of GM Energy products
o Key Performance Indicator tracking e.g: Time/touchpoints to case resolution Escalation rate Service Partner Performance (re-visits visit timeliness etc.) First contact resolution rate RMA timeliness & accuracy
- Champion CRM eCommerce and other automation related initiatives to enable smoother customer care operations and developing new ways to meet customer needs
- Proactively work with suppliers partners sales logistics and management as necessary to ensure workstream deliverables and contract requirements are met
- Manage an operations coordinator resource and collaborates with EV Concierge operational team members
- Enable optimized manual and automated operations to expedite customer issue resolution while fulfilling data needs for other cross-functional teams internally and 3rd party suppliers/ vendors
- Collaborate cross functionally to develop & implement new backend processes provide feedback and work with peers and other leaders to ensure continuous improvement of business operations
- Provide regular cadence of clear updates to leadership to ensure awareness of progress including flagging areas of cost/schedule/technical risks.
Additional Job Description
Your Skills & Abilities (Required Qualifications):
- Bachelors degree required preferred in a relevant engineering supply chain/ ops or science field
- 5 years of operations management and/or SSM (sales service marketing) experience
o CRM/eComm/Large scale digital transformations or integrations
o Program management (resource allocation dependencies execution)
o Marketing communications experience (i.e. brand retail/dealer)
o Strong knowledge of customer care aftersales & warranty
o Training and content development
o Experience presenting to Senior Leadership
o Managing teams in the past is a plus
- Strong computer software skills especially Microsoft Office & Salesforce including familiarity with PowerBI and Lucid
- Experience with aftersales warranty marketing or product management
- Proven track record partnering with external and internal stakeholders to deliver mutually beneficial outcomes
- Strong organizational skills with proven track record of efficiently executing complex projects to completion at a high level of quality
- Demonstrated high level of interpersonal skills required to effectively collaborate motivate and facilitate others in group situations
- Willing to travel 15-20% of the time as necessary to execute responsibilities of the position
- Interest in becoming technically proficient in the unique aspects of Energy products: charge times/lengths types of chargers customer requirements benefits beyond charging
What Will Give You a Competitive Edge (Preferred Qualifications):
- PMP certification and/or familiarity and/or formal training in project management principles is a plus
- Previous experience deploying energy storage in multiple regions is desirable.
#LI-ST1
About GM
Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.
Benefits Overview
From day one were looking out for your well-beingat work and at homeso you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards Resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex race color national origin citizenship status religion age disability pregnancy or maternity status sexual orientation gender identity status as a veteran or protected veteran or any other similarly protected status in accordance with federal state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.
Accommodations
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment email us or call us at . In your email please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Required Experience:
Director
Employment Type
Full-Time
